Your Role
As a Technical Client Services Manager, you will be part of a global team, providing exceptional support to our customers throughout their journey with 360T, one of the leading Foreign Exchange platforms worldwide. You will tackle a diverse range of tasks in a stimulating SaaS environment, serve as the primary contact for our clients, and enjoy significant growth opportunities. This role includes weekend availability, offering flexibility and variety in your work schedule.
As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach.
Your Responsibilities
- Provide first and second line support for all incoming customer queries via email, phone or by any other media related to our platform
- Actively work in UNIX and Windows operating systems; utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs and identify and troubleshoot problems associated with client orders. Investigations include review of messaging errors, service log files and integrated customer workflow solutions, which might require a review of client-side logs as well
- Manage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third-party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controls
- Support coordinator for scheduling and resource allocation
- Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using Jira
- Assist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from technical side
- Handle Freshdesk cases, which involve various inquiries related to business and technical side. Complete all work tickets in a comprehensive manner using clear concise English and ensure translation takes place if any other languages are used
- Collaborate closely with global client service teams to ensure consistent 24/7 support as part of our follow-the-sun coverage model, including weekend shifts
- Identify software issues and collaborate with internal teams to find solutions
- Efficiently manage the escalation process for unresolved incidents
- Run lesson learned sessions and constantly facilitate knowledge sharing by documenting learnings from the past
- Continuously encourage team members to transfer knowledge and provide insights to colleagues
Your Profile
- University qualification, degree (minimum Bachelors in relevant field engineering or other STEM based discipline).
- Understanding of fundamental IT concepts: Java, TCP/IP, MacOs, Windows, web technology, log file analysis, performance/connectivity troubleshooting
- Working experience in client services/ middle office/ back office or a global markets sales & trading division or other FX or treasury environment
- At least 3-5 years of production support / application support role
- Previous experience with FX products (at a minimum swaps, forwards and spot)
- Ability to communicate technical/product information to both a technical and non-technical audience
- Excellent organizational, communication and leadership capabilities as well as analytical and problem-solving skills are essential
- Proficient in MS Office, with working knowledge of CRM platforms preferred
- Strong sense of customer service/support, detail, and service oriented
- Enthusiastic, self-motivated, team spirit and can-do approach
- High ability to work effectively within a multi-functional and cross-cultural organization
- Excellent work ethic. Leads by example
- Excellent verbal and written communication skills
Our Offer
- Clear career concept
- Robust benefit package, including 401(K) employer match
- Paid time off
- 360T Academy
- A highly motivated and skilled multinational team
- A central and modern workplace with high development potential in Manhattan
- Performance appraisals on a regular base
- Team Bonding: Enjoy social gatherings and a supportive team atmosphere
- The base salary range for this position is 90,000-120,000 USD. The final base salary for this role will be based on the individual's geographical location, experience, and qualifications
The position is based in New York City and available immediately.
360 Trading Networks Inc. is proud to be an equal opportunity employer.
E- Verify Statement 360 Trading Network Inc participates in E-verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.
E-Verify Notice Right to Work Notice
How to Apply
If your background and qualifications meet these specifications, please forward your application/resume including your salary expectation and earliest starting date by clicking the “Apply” button.
Contact
People Team, Americas
Send email
521 Fifth Avenue
38th Floor
New York, NY 10175
